22 Mar 2021
“Voice of the Customer” – VOC in short – is a key topic in all kind of customer service, TQM...
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5 Mar 2021
The Moment of Truth is the short time frame when a customer experiences the product or service that many people...
24 Jun 2018
The Moment of Truth is the short timeframe when a customer experiences the product or service that many people have...
24 Apr 2017
Leaders need to spend more time at the real touch points impacting customers and employees. Only then will they truly...
1 Feb 2011
A team spends months on improving customer-facing branch processes of a bank. After benchmarking with sister companies across the world...
30 Jan 2010
A typical Friday evening starts with a family dinner in a nice atmosphere. This time we decide to visit one...
1 Nov 2009
Everyone, undoubtedly, has had the unenviable honour of experiencing ‘bureaucratic government processes.’ Be it applying for your first ID or...
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